Help

Topics:

General Order Questions

Delivery Questions

Problems with Orders

Returns Questions

Payment Questions

Unwanted Items

Warranties

Website

My Account

Gift Certificates

 

General Order Questions (top)

What are your Terms and Conditions?
ZoneTronics.com Terms and Conditions can be found HERE

Do prices shown on the website include VAT?
Yes, all prices include VAT at 17.50%, however you can toggle views between prices including or excluding vat by clicking the button at the top bar.

Can I amend my order once it has been placed?
Not at present. You will have to cancel your current order and place a new one thereafter

What is a re-stocking fee and how much is it?
This is a charge incurred for resale of the item; this may vary between 10 and 40%

Items are missing from my order?
Missing items MUST be reported to us within 24 hours contact us ASAP from our WebNotes form. Please note that in some occasions we may ship items separately but you will be advised about this

I need my order ASAP what should I do?
We provide a next day delivery service (at an additional cost) if your order is placed on a week day (with the exception of Bank Holidays). Other options include a pre 9 or 10 am delivery, morning or afternoon carriage (this is subject to time of order and security check clearance) please contact us from our WebNotes form to arrange it

Can I pick the order up from your warehouse?
No, this is because we dispatch items from different warehouses which are very efficient in this matter

I have not received my order on time, what shall I do?
In the unlikely event your next day delivery does not arrive in time please contact us from our WebNotes form

How do I cancel my order?
If you paid with Google Checkout you can do that from your Google Checkout account up to 15 minutes after you place your order, otherwise contact us from our WebNotes form

Do you price match?
We regularly have very competitive prices, however if you feel that a particular item is mispriced by a considerable margin, then you can contact us from our WebNotes form

 

Delivery Questions (top)

Where does ZoneTronics.com ship orders to?
ZoneTronics.com only ships items within the United Kingdom. We do not ship internationally and we have no plans to do so.

My order has not arrived?
Please contact us from our WebNotes form within 5 days of the expected delivery date as ZoneTronics.com will not accept liability for goods lost in transit unless they are reported within the specified time period

Can I redirect the order?
Yes, but only if you have placed an order from us before, this may be subject to further security checks

Can you deliver to my work address?
Yes, but only if you have placed an order from us before, this may be subject to further security checks

When my order arrived the packaging appeared damaged?
If the package appears to be damaged then please refuse to accept the delivery. If your item(s) has already been delivered and seem to be damaged because you were unable to check them please contact us ASAP from our WebNotes form. Failure to do so may affect any warranty claims

What happens if no-one is in to receive the delivery?
The Courier will leave a “while you were out” card and try to deliver the following day and then hold your item(s) in the main city depot for five working days awaiting your collection. If the goods are not collected within this time they will be returned to us

Do you offer a next day delivery?
Yes, as long as the order is placed on a week day (with the exception of Bank Holidays) and the item(s) is in stock subject to no delivery periods and no further security checks are due

Can I order next day delivery at weekends?
No, as our office is only open Monday to Friday so your order can only be processed and dispatched at this time

What courier company do you use?
We use several couriers such as City Link, Royal Mail and Parcel Force. We are working to offer more services in the near future

What are the delivery charges and carriage methods?
This will depend on the weight of the item(s) involved. Please check our delivery prices and services HERE

 

Problems with Orders (top)

I have been charged the wrong price for an item?
Please contact us immediately from our WebNotes form

What if my home and billing address are different?
You can still place an order with us but it may be subject to additional security checks. This can delay the dispatch of your order

What if I make an order in error?
Please contact us immediately from our WebNotes form

What if my order is incompatible?
When placing an order please ensure compatibility of your item by carefully reading the specifications of the product. ZoneTronics.com does not guarantee compatibility

What if my order is incorrect?
Please contact us immediately from our WebNotes form. Please ensure that this is within 24 hours as this may affect you claim

 

Return Questions (top)

How long does it take to receive a refund or replacement?
A refund is usually given in seven working days but in some cases it may take longer. A replacement may take up to 28 days depending on the circumstances. For further information please contact us from our WebNotes form

What do I do if I receive my item and it is damaged?
If the outer packaging is damaged please reject the item. If however the items inside the packaging are damaged then please contact us from our WebNotes form within 48 hours

What are your test procedures for faulty items?
All returns are subject to testing based on the Customers reported fault description. Test procedures are in accordance with the Manufacturers official diagnostic software

If I pay to return a faulty item who is responsible for the carriage costs?
When an item has been returned and tested (by ourselves) as being “faulty” ZoneTronics.com will pay up to £5 of return carriage costs. When applying for a delivery refund please ensure that all Recorded Delivery receipts are kept. Please send all receipts by post when requesting a postage refund

How do I return an item that is faulty?
The first step to returning a faulty item is to produce a Return Merchandise Authorisation (RMA) number. Please read ALL instructions before requesting an RMA number. Instructions can be found HERE. Please return your goods by Recorded Delivery (ensuring all receipts are kept)

What if I return an item that has since been discontinued?
If found “faulty” a replacement of a similar specification will be offered

If my item is used before I return it do I still get a refund?
This would depend on the condition of the item, restocking fees will apply

How long do I have to return an item?
After an RMA has been produced by email, you have 7 days to return the product but the sooner it is returned the faster we can deal with your enquiry

Can I return an item that is incompatible?
Yes, only if the item is unused but it may incur a restocking fee. When buying a product please make sure you check all the specifications carefully and understand them fully

Can my item be retested if founded “not faulty”?
Yes, under special circumstances but this will incur additional fees

What if my item has been tested “not faulty”?
You will be informed if your item has been tested “not faulty” and the item will be returned. For returns you will be required to pay all carriage costs and a testing fee may apply. To arrange payment please contact us from our WebNotes form with your RMA number

Who do I contact for information on returns?
If you have any enquires please contact us from our WebNotes form with your RMA number

What if I have changed my mind about the order?
You may return an item under the Distance Selling Act within seven working days but for a full refund the item must be as unused, still boxed (including all accessories) and in the original packaging otherwise a restocking fee will apply

How do I return an item?
Detailed instructions on how to return an item can be found HERE. You will be required to obtain an RMA (Returns Number) and return your items via Recorded Delivery

Why do I need an RMA?
Returns CANNOT be processed unless an RMA has been obtained. The outer packaging should clearly display the RMA number. If an RMA is requested a returns label can be printed out and placed on the outer packaging

What is an RMA?
“RMA” stands for “Return of Merchandise Authorisation” which is a requirement when products are returned

 

Payment Questions (top)

Do I receive a confirmation email after payment?
Yes, shortly after placing your order. If you do not receive this please contact us from our WebNotes form

What is your method of payment?
We accept all major credit and debit cards (Visa, Visa Electron, MasterCard, Switch and Solo). We also take PayPal and Bank Transfers.

Can I specify what method of payment I would like my refund?
No, refunds are returned by the original method of payment

When will my card be charged?
Our system automatically charges your card as soon as you place your order. We then start to process your order

What is the registered card address?
This is the address that the bank holds for you, normally your home or business if you are using a business debit/credit card

 

Unwanted Items (top)

How do I return an unwanted item?
Please obtain an RMA (Returns Number) by following the instructions HERE. Please note a restocking fee may apply. All items MUST be sent by Recorded Delivery

 

Warranties (top)

Can you provide me with the Manufacturer’s details if my item is under warranty?
Yes, please follow the link HERE or alternatively contact us from our WebNotes form

What is the warranty on your Promo Zone products?
Items in our Promo Zone are sold with full 12 months warranty

 

Website (top)

Can I cancel my order on-line?
Not at present. Please contact us as soon as possible by phone or from our WebNotes form. In the event that your order has already been dispatched please request a RMA number by following the instructions HERE.

Can I amend my order once it has been placed?
Not at present. You will have to cancel your current order and place a new order thereafter.

 

My Account (top)

What type of accounts do you offer?
At present we have only one type of account for end users or business customers which give the same level of benefits to both.

Do you offer trade accounts?
No. We do not have the facility to open trade accounts at present and have no plans to do so in the future.

What benefits do I get if I open an account?
You can track your order status on-line, have a wish list for future purchases, change or update your personal details, check your gift certificate balance or buy a new one and subscribe to our newsletters.

 

Gift Certificates (top)

How do I use my Gift Certificate
To use your Gift Certificate, do your checkout as normal i.e. add item to basket, press checkout button or login/register link, follow the next steps and on the payment page scroll down and tick the box "Use Gift Certificate" and enter your fist and last name and your certificate code as emailed to you. If you need further assistance please call us or contact us as from our WebNotes System.

How do I check my balance
Follow this link (you must be logged in) or contact us by phone or from our WebNotes System if you don't have an account